Summary
Overview
Work History
Education
Skills
References
Languages
Timeline
Generic

Karina Eckert

Pingree Grove,IL

Summary

Versatile Customer Relations Manager with proven expertise in conflict resolution and persuasive communication. Demonstrated ability to manage processes and timelines effectively, ensuring task completion with high attention to detail. Specialized in strategic planning and customer retention, consistently achieving positive outcomes in customer interactions. Committed to enhancing customer satisfaction and loyalty through strong problem-solving and empathetic communication skills.

Overview

25
25
years of professional experience

Work History

Customer Relations Manager

Huntley Ford/Bear Auto Group
08.2022 - Current
  • Manage scheduling and coordination of service appointments for high volume Ford dealership.
  • Optimized service advisor schedules to minimize customer wait time and ensure efficient work flow for mechanics in the shop.
  • Worked closely with third party vendors to resolve customer requests.
  • Utilized software systems to track vehicle inventory and generate reports for performance analysis.

Massage Therapist/Business Owner

Restorative Body Works
Pingree Grove, IL
10.2013 - 08.2022
  • Created a client base through marketing/advertising
  • Customize massage to clients needs at the time
  • Maintain confidential medical information for clients
  • Process payments
  • Schedule all appointments
  • Participate in community and corporate massage events

Customer Service Representative

Career Education Corporation
Elgin, IL
10.2010 - 06.2013
  • Answer calls from customers inquiring about school programs.
  • Enter customer’s information into call tracking software and delegating to admissions representative.

System Support Center Coordinator

Grainger
Niles, IL
07.2008 - 10.2010
  • Answered 500 customer phone calls per month.
  • Scheduled meetings and meeting rooms via Outlook Express.
  • Created monthly PowerPoint presentations for the team.
  • Created weekly Excel spreadsheets for management.
  • Worked with Records Management to clean up the System Support Center shared drives.
  • Present excellent customer service to End-User by probing, researching and resolving complex business impacting issues.
  • Entered service calls into an incident management system resolving issues through remote control, various admin tools, support solutions and training.

Desktop Support Analyst

Discover Financial Services
Deerfield, IL
11.2002 - 07.2008
  • Diagnosed and resolved complex problems in computer hardware, application and operating systems while providing phone and desktop support to customers.
  • Supported Printers and PDAs.
  • Maintained outstanding customer service by assisting clients with computer software issues such as Windows NT 4.0, Lotus Notes 5.0.6a, Microsoft Office, and Global Dialer/VPN.

Senior Support Analyst/Team Lead

Baxter Healthcare Corporation
Deerfield, IL
05.2000 - 10.2002
  • Tracked and inventoried assets using Baxter’s inventory software, Trackit.
  • Created monthly excel spreadsheets for management.
  • Promoted to train newly hired employees.
  • Provided phone support to Baxter employees globally.
  • Troubleshot computer hardware and software problems on PCs, laptops, and printers.
  • Handled an average of 35-45 calls per day with a 90% first call resolution rate after 3 months on the job.

Education

Massage Therapy Certification -

Elgin Community College
Elgin, IL
08-2013

Certificate - Meeting/Event Planning Certification

William Rainey Harper College
Palatine, IL
01.2003

Studied - General Studies

Southern Illinois University
Carbondale, IL
01.1994

Skills

  • Schedule management
  • Performance analysis reporting
  • Vendor management
  • Customer relationship management
  • Logistics management
  • Attention to detail
  • Issue resolution
  • Scheduling optimization
  • Service appointment coordination

References

Available upon request.

Languages

Spanish
Native/ Bilingual

Timeline

Customer Relations Manager

Huntley Ford/Bear Auto Group
08.2022 - Current

Massage Therapist/Business Owner

Restorative Body Works
10.2013 - 08.2022

Customer Service Representative

Career Education Corporation
10.2010 - 06.2013

System Support Center Coordinator

Grainger
07.2008 - 10.2010

Desktop Support Analyst

Discover Financial Services
11.2002 - 07.2008

Senior Support Analyst/Team Lead

Baxter Healthcare Corporation
05.2000 - 10.2002

Massage Therapy Certification -

Elgin Community College

Certificate - Meeting/Event Planning Certification

William Rainey Harper College

Studied - General Studies

Southern Illinois University

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